Teleco Service Delivery & Client Relationship Lead

HCLTech; Helsingin seutukunta; On-site; EUR 70,000 - 110,000; Full time

Job summary

HCLTech is seeking a Customer Service Manager to govern client operations and act as a trusted partner to deliver a strategic service relationship. You will oversee SRM, manage executive client relationships, and ensure services meet contracted SLAs and UCs while driving continuous improvement and risk mitigation.

The role focuses on coordinating cross-functional teams, managing financial governance, and delivering value through the client services portfolio.

Qualifications

• Bachelor's degree or equivalent required.
• ITIL v3 Foundations certified, or completed within 6 months of start date.
• Minimum 7 years’ experience in Customer Service and/or Project Management.
• Telecommunications knowledge/experience.
• Proficiency with Microsoft Office and Google applications.

Responsibilities

• Financial management governance and reporting with the billing team (P&L, operating cost, NPV).
• Govern project management delivery for Client Services (Initiation, Execution, PMRA).
• Support evolution of the Clients Service Portfolio to drive growth and demand management.
• Own accountability for delivering Client Services per contract requirements (time, quality, cost).
• Implement Continual Service Improvement to ensure SLA adherence and service improvement plans.
• Role includes delivering on year-long performance objectives set by leadership.

Skills

Interpersonal skills

Analytical skills

Decision making

Client-facing

Fast learner

Education

Bachelor's degree or equivalent (Business Administration, Communication or Project Management)

Tools

Microsoft Office

PowerPoint

Excel

Google applications

Job description

HCLTech is seeking a Customer Service Manager to govern client operations and act as a trusted partner to deliver a strategic service relationship. You will oversee SRM, manage executive client relationships, and ensure services meet contracted SLAs and UCs while driving continuous improvement and risk mitigation.

The role focuses on coordinating cross-functional teams, managing financial governance, and delivering value through the client services portfolio.